Sending ticket updates via SMS You can configure your Freshdesk account to send messages in multiple use cases. By default, the integration allows you to send SMS for each ticket status update, but you can customize it more in depth. Below you can see an example of how-to setup an SMS notification to the contact after a ticket has been updated. 1. Click "Admin" (Gear Icon on the side bar on the left). 2. Then "Automations" under "Helpdesk Productivity" section. 3. Select between "Ticket Creation" and "Ticket Updates" tab under "Rules that run on:" 4. Click on "New Rule" 5. After setting-up the criteria which should trigger the SMS message in the "Perform these actions" section, select: Trigger webhook a. N.B. The events "Ticket is Updated" and "Note is added Private Note" will not produce any SMS. Make sure you do not use them. 6. In the section that appears configure as follows: a. Request Type: POST b. URL: URL provided in the configuration page (this will appear after the application is installed). c. Encoding: JSON d. Content:(select the advanced choice) Put this example payload a. N.B. DO NOT EDIT "contact_id", "event" AND "ticket_id" KEYS { "event": "${{triggered_event}}", "to": "{{ticket.contact.mobile}}", "message": "Your message", "contact_id": {{ticket.contact.id}}, "ticket_id": {{ticket.id}} } N.B. For correct operation, copy and paste the following example and replace "Your SMS" with the message you want. Within the message you can enter all the placeholders you want e.g.: "message": "Hi {{ticket.contact.name}}, your ticket {{ticket.subject}} has been updated".